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Click here or scroll down to respond to this candidateCandidate's Name
Mobile:PHONE NUMBER AVAILABLEEmail: EMAIL AVAILABLEProfileHospitality professional with over a decade of experience in guest services, leasing, and hotel management with boutique facilities, four and five star hotels, and managing staff of 20+. Seeking a new management role with appropriate work-life balance, internal promotional opportunities, great company culture, and benefits.SkillsHotel ManagementOffice ManagementSchedulingPlanningReservationsOperationsSalesTask Force Front Office Manager, Aloft Columbia SCJanuary 2024- May 2024Conducted thorough evaluations of existing systems or processes, recommending adjustments as needed based on findings from data-driven analysis exercises undertaken periodically throughout tenure in role.Enhanced team performance by implementing effective communication strategies and regular progress reviews.Achieved higher employee satisfaction ratings by promoting a positive work environment and addressing concerns promptly.Implemented cost-saving measures for ongoing projects, contributing to increased profitability for the company.Spearheaded successful collaborations with cross-functional departments, resulting in improved project outcomes.Piloted innovative solutions that addressed pressing challenges within the organization, leading to more efficient workflows and better results overall.Managed crisis situations efficiently, mitigating potential risks while ensuring minimal disruptions to ongoing operations or service delivery standards were maintained during periods of uncertainty or change.Maintained compliance with relevant industry regulations or internal policies throughout all aspects of task force operations, working collaboratively with colleagues to address any gaps in understanding or adherence as they arose.Increased overall efficiency through the implementation of streamlined operational procedures and resource allocation.Improved customer satisfaction rates by consistently prioritizing client needs and maintaining open lines of communication.Director Of Rooms at Four Points by Sheraton, Atlanta AirportJune 2023 January 2024Supervised front desk and housekeeping team of 30+ in daily operations. Duties included but were not limited to:Assigned rooms to housekeeping staff and observed performance of cleaning while encouraging improvementMonitored hotel occupancy and made staffing adjustments accordinglySupervised the budgeting, forecasting, training, motivating and staffing of the Rooms Department including Telephone, Housekeeping Services, Front Office, Concierge and Guest ServicesFielded guest complaints and conducted thorough research to develop the most effective solutions and negotiate resultsAssistant Director Front Office, Westin BuckheadApril 2021 June 2023Improved customer satisfaction by addressing and resolving concerns promptly and professionally.Kept supplies stocked, work areas clean and trash cleared.Utilized strong organizational skills to manage multiple tasks simultaneously without sacrificing quality or attention to detail.Prepared cash drawers counted totals and prepared bank deposits.Conducted regular safety inspections of the premises, taking corrective action when necessary to minimize risk exposure for employees and guests alike.Tracked deliveries from inception through customer receipt.Assisted in the recruitment process by interviewing potential candidates and making informed hiring decisions based on best fit for the team dynamic.Handled escalated customer issues calmly and effectively, maintaining professional relationships even in challenging situations.Organized special events to attract new clientele, boosting revenue during traditionally slow periods.Demonstrated flexibility in adapting to changing business needs while maintaining a consistent level of professionalism under pressure.Collaborated with other managers to develop strategies for improving sales and customer retention rates.Evaluated employee performance regularly, offering constructive feedback and opportunities for growth and development.Managed staff schedules for optimal coverage during peak hours, resulting in increased efficiency.Front office Manager, at W Downtown AtlantaFebruary 2020 March 2021Facilitated regular team meetings to keep staff informed about hotel news, updates, and policy changes.Reduced guest complaints by closely monitoring staff performance and providing regular feedback for improvement.Optimized scheduling system to ensure proper coverage during peak hours while remaining compliant with labor laws.Improved employee morale and retention by developing comprehensive training programs for front office staff members.Coordinated special events and group bookings, providing personalized attention to detail that exceeded client expectations.Mentored junior staff members on best practices in hospitality industry standards, elevating overall service quality throughout the hotel.Increased room revenue through effective yield management strategies and optimizing room occupancy rates.Established a positive work environment for employees, leading to increased productivity and overall team success.Maintained a strong presence in the front office area, addressing guest concerns personally and fostering an atmosphere of approachability and professionalism.Conducted regular performance evaluations for front office staff, identifying areas for growth and development opportunities.Coached employees through day-to-day work and complex problems.Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.Introduced new methods, practices, and systems to reduce turnaround time.Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.Identified and resolved unauthorized, unsafe, or ineffective practices.Front Desk Manager and Task Force Manager at Fairfield, Lithonia GaFebruary 1019 February 2020Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.Prepared weekly employee work schedules to meet operational needs.Entered and updated sensitive customer information during check-ins and room changes.Trained new staff on correct procedures, compliance requirements, and performance strategies.Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.Managed front desk maintenance of client records and lab data.Checked guests in out of hotel, made reservations, and processed payments.Streamlined check-in and check-out processes for a smoother guest experience.Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.Improved staff communication through regular meetings, leading to enhanced teamwork and overall efficiency.Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.Coordinated with sales department to identify potential leads from incoming inquiries.Controlled cash and credit card payment transactions at front desk to successfully reduce errors.Front Desk Agent/Manager at Fairfield, Atlanta DowntownJanuary 2018 January 2020Performed all check-in and check-out tasksManaged online and phone reservationsInformed customers about payment methods and verify their credit card dataProvided information about our hotel, available rooms, rates and amenitiesRespond to clients complaints in a timely and professional mannerProvided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.Resolved guest issues promptly, resulting in positive feedback and return visits.Took reservations over phone, in person, and via computer for guests and provided confirmation information.Welcomed each new arrival pleasantly and confirmed reservations and identification.Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.Increased customer loyalty with exceptional communication skills and personalized service.Answered customer telephone calls promptly and appropriately hanEDUCATION AND TRAININGPh.D.: Education AdministrationLiberty University Dec 2019Lynchburg, VAMBA: Human Resources ManagementStrayer University Apr 2018MBA: Project ManagementKeller Graduate School May 2005Decatur, GABachelor of Science: Computer Information Systems SecurityDeVry University May 2004Atlanta, GA |
